Return & Refund Policy

1. General Information

At SmileToysShop, we want you to be completely satisfied with your purchase.

If you are not happy with your order, you may request a return within 14 days after receiving your goods, in accordance with EU consumer protection law (Directive 2011/83/EU).

Our products are shipped directly from trusted partner warehouses within the European Union. Because we collaborate with several fulfillment partners, return procedures and addresses may vary depending on the product.

 

2. Eligibility for Returns

To qualify for a return:

  • The item must be unused, undamaged, and in its original packaging.
  • You must contact us within 14 days of delivery to request return authorization.
  • Returns sent without prior approval cannot be accepted.

 

Please note:

  • Personalized, custom-made, or hygiene-related items cannot be returned for safety reasons.
  • Items damaged due to misuse are not eligible for return or refund.

 

3. How to Request a Return

  1. Contact us via email at info@smiletoysshop.com
  2. Include your order number, full name, and the reason for return.
  3. We will confirm the correct return address for your product (within the EU).
  4. Ship the item back within 14 days after receiving our confirmation.

Customers are responsible for the return shipping costs, unless the product was delivered damaged or incorrect.


4. Refunds

After your returned item has been received and inspected, we will notify you by email.

If approved, your refund will be issued to your original payment method within 5–10 business days.

If you do not receive your refund within 10 business days, please check with your bank or payment provider before contacting us again.

 

5. Damaged or Incorrect Items

If you receive a damaged or wrong item, please contact us immediately at info@smiletoysshop.com with photos of the item and packaging.

We will arrange a replacement or a full refund at no extra cost to you.

 

6. Responsibility for Shipping and Returns

All orders are processed and fulfilled from partner warehouses located in the European Union.

Return locations and handling times may differ depending on the product type and supplier, but all returns are processed in accordance with EU consumer rights.

 

7. Contact

For any questions or return inquiries, please contact:

SmileToysShop

E-Mail: info@smiletoysshop.com

Bogenstraße 9B, 70569 Stuttgart, Germany